Ian Boyd
Lawrenceburg
Summary
Adept at technical troubleshooting and complaint resolution, I enhanced customer satisfaction at Global Payments by efficiently managing accounts and identifying fraudulent activities. My role at Continuum Global Solutions further honed my critical thinking and technical support skills, contributing to a significant improvement in service quality and performance metrics.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Global Payments
09.2023 - Current
- Maintained customer accounts to ensure that transactions were processed correctly.
- Guided Customers by helping the customer navigate through their account.
- Made sure that any errors were corrected on the account as well as report any fraudulent activity on the customers account.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Tier 2 Customer Service Representative
Continuum Global Solutions
04.2022 - 09.2023
- Utilized problem-solving skills to address customer complaints.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Generated reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Bachelor of Science - Computer Science
Colorado Technical University
Colorado Springs, CO10-2026
High School Diploma -
International Arts And Business Highschool
Brooklyn, NY02-2014
Skills
- Complaint resolution
- Scheduling
- Account updating
- Customer consulting
- Money handling
- Product knowledge
- Critical thinking
- Warehousing functions
- Technical troubleshooting
- Quality control
- Call center experience
- Call center procedures
Timeline
Customer Service Representative
Global Payments
09.2023 - Current
Tier 2 Customer Service Representative
Continuum Global Solutions
04.2022 - 09.2023
Bachelor of Science - Computer Science
Colorado Technical University
High School Diploma -
International Arts And Business Highschool
Similar Profiles
Merceylees WatsonMerceylees Watson
Customer and Technical Support Advocate at Global PaymentsCustomer and Technical Support Advocate at Global Payments
Amy RutledgeAmy Rutledge
Customer Service Representative Team Lead at Global PaymentsCustomer Service Representative Team Lead at Global Payments
Jennifer GebhartJennifer Gebhart
Sr Director Application Development at Global PaymentsSr Director Application Development at Global Payments